About the data

The AFCA Member Benchmarking Dashboard houses data about complaints lodged with AFCA since its inception on 1 November 2018.

Complaints lodged with AFCA’s predecessor schemes (FOS, CIO, SCT) are not included in the dashboard. Complaints that were received by a predecessor scheme, but closed by AFCA, are also excluded from the dataset.

The data is updated every 24 hours. Results may change day-to-day.

Member groups for comparison

Tier comparison

To assist members in comparing their performance against their peers, you can select a specific ‘tier’ to display alongside your own data. These ‘tiers’ are based on the number of complaints AFCA has received for a member in the preceding 12 months. The tiers are defined in the table below.

Product Group

Complaints received in the last 12 months

Tier 1

Tier 2

Tier 3

Tier 4

Tier 5

Banking & Finance

> 2,500

1,000 - 2,499

100 - 999

10 - 99

< 10

General Insurance

> 1,000

100 - 999

10 - 99

< 10


Life Insurance

> 100

10 - 99

< 10




> 100

10 - 99

< 10




> 100

10 - 99

< 10



Business size comparison

Members can also compare their performance with members of a similar business size. All members of AFCA, except superannuation members, provide us with information about their business which is used alongside the type of member they are, to calculate their business size.

AFCA uses this data to categorise members within five categories:

  • Very small
  • Small
  • Medium
  • Large
  • Very large

Superannuation business size metric

Currently, the business size of superannuation trustee members is calculated separately to other member types of AFCA.

Superannuation business size is based on the ‘total number of member accounts’ per trustee. Member account information is based on relevant APRA data.

Superannuation business size


Very small

Firm has less than 1,000 member accounts.


Firm has 1,000 to 99,999 member accounts.


Firm has 100,000 to 499,999 member accounts


Firm has 500,000 to 999,999 member accounts.

Very large

Firm has more than 1,000,000 member accounts.

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